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Business / Unst EE customers left without service for over a week

Company apologises but local councillor rails against poor customer service

Photo: Chris Cope/Shetland News

COMMUNICATIONS company EE has come in for criticism with numerous customers in Unst left without internet for the past 10 days.

North Isles councillor Ryan Thomson said in a social media post on Wednesday that customers contacting EE were “getting hung up on by disgracefully rude customer service operatives”.

He highlighted the importance of those within the emergency services depending on a signal to be contactable, while all islanders need a signal to be able to communicate.

Engineers were understood to be on site looking at the issues and Thomson said “hopefully a swift repair will follow”.

“That will not be the end of it, however,” he said. “Serious conversations need to be had now to put in provisions to make sure such a sustained outcome never occurs again, something I will continue to press upon EE with urgency.

“Customers should also not have to pay for a service during this outage. I will be pushing for compensation for those affected once this is resolved.”

Thomson’s points were put to EE, and a spokesman said full coverage was “due to be restored later this week”.

“We’re aware some customers’ service may be impacted by planned works taking place on Unst, the Shetland Islands,” a short company statement read. “Engineers are currently on site to repair a connection fault. We apologise for any inconvenience caused whilst we work to restore full coverage as quickly as possible.”